Within every great HVAC, plumbing, or electrical independent contracting company, there are leaders and an independent contracting company team that has a heavy focus and desire to provide service excellence.
However, true service excellence is derived from actions that come from a strong service-oriented mindset. In our post today, we are going to explore one of the two main areas inside an independent contracting company where a team’s mindset and actions overlap in order to bring amazing service excellence:
-Presenting the Message of Service Excellence-
Providing great service excellence revolves around how an HVAC, plumbing, or electrical independent contracting team presents themselves as individuals as well as an independent contracting company as a whole to their target market. But this presentation of their message must first come from a unified mindset of professionalism and respect:
The first aspect of embracing a service excellence driven mindset is to understand that your presentation of yourself reflects on your independent contacting company. In order for new clients to want to become lasting and loyal clients to your HVAC, plumbing, or electrical independent contracting company then you, as a technician, CSR, dispatcher, or managers, must make a conscious effort to use your actions to reflect this mindset of service excellence. The first and most noticeable action that a technician will face when meeting a client for the first time is appearance. Clients fully notice and begin forming their opinions about your independent contracting company based on what they see for the first time. So choose to make it great! Be on time, respectfully park your truck on the street, approach the door with your tools, look clean-cut, smile and professionally introduce yourself. An initial opinion is formed in the first 16 seconds of interaction between an independent contracting company representative and a client so using this timeframe wisely greatly increases your independent contracting company’s reach of service excellence.
Other actions that reflect your HVAC, plumbing, or electrical independent contracting company’s message of service excellence is making a connection with your client by working to relate to them. When you approach a potential client’s front door or walk into their home, make an effort to quickly scan for items that rely the client’s interests. If you see a vintage car in their driveway and walk into their home and see lots of pictures of antique and classic cars then bring this topic up and engage your client to make them feel comfortable with you. When a technician, CSR, dispatcher, or manager represents their HVAC, plumbing, or electrical independent contracting company with professionalism, respect, and poise then that independent contracting company’s message of service excellence shines through to a client who, will most likely, become a loyal, lifelong client.
Presenting your HVAC, plumbing, or electrical independent contracting company’s message of service excellence comes through embracing actions that reflect your mindset and your independent contracting company’s mindset of service excellence. An independent contracting company team member’s appearance and engagement with potential clients plays a major role in representing their independent contracting company’s mindset of strong service excellence. Here at Service Excellence Training, we love seeing your independent contracting company and team thrive and grow. So we make it our passion and goal to help you and your independent contracting company team turn learning into earning!
-Resource curated by Whitney Stewart of Service Excellence Training.